Carvana

I am actually canceling my order today! I would rather deal with a third rate used car dealer than Carvana ever again. Customer Service Reps were ok, but the executive management is beyond incompetent deal with a third rate used car dealer than Carvana ever again. Customer Service Reps were ok, but the executive management is beyond incompetent - and you can tell it in the way the CSRs act. Web site is buggy, app is awful - both gave different information. Kept asking to sign contracts, i would sign and two days later it asked again, and again. Delivery was postponed. I was told I could pay cash for the service contract and the next day was told no, it had to be financed. Kept getting texts - going to call you, going to send you an email - yeah right.... I was bringing 15k to the table, but it was really clear Carvana didn't want my money. Financing rates were bad - got much better rates online. More

Wow. Just wow. The car was delivered dirty with mud on tires, door sills, and seats. The front right tire was underinflated and had a gash in sidewall, the rear view mirror cover was completely missing, a tires, door sills, and seats. The front right tire was underinflated and had a gash in sidewall, the rear view mirror cover was completely missing, and the passenger windshield wiper arm was misaligned. Someone sprayed the driver door arm rest with black spray paint (this is on a $60,000 when new car)! The rims were spray painted (poorly), and had silver over spray on the rubber valve stems! xxx. There was a 780 mile discrepancy on the odometer from when the photos on Carvana were taken until the vehicle was dropped off in my driveway. I purchased a new tire online ($250.00) and had it installed, a new mirror cover from Audi ($42.95) that I installed, and bought a wiper arm puller from Advance Auto ($15.99) and removed and realigned the wiper arm in my yard. SilverRock did reimburse me for the tire and mirror cover I purchased, but I never should have to replace those items on a new vehicle purchase. The 150 point checklist by Carvana before the vehicle left the facility obviously was not performed on my car. My head hurts from reliving the traumatic experience that I endured from this vehicle purchase. I honestly lost count of the number of times I called and rehashed the buying scenario with Carvana advocates. Now I am dealing with registration issues and questions that remain unanswered by Carvana advocates. I cannot, with a clear conscience, recommend that you purchase a vehicle from Carvana. I understand that hiccups happen in the car buying process, but this entire ordeal was nerve wracking and frustrating. More

The process was easy and the young lady who assisted me was very nice and helpful. I feel I got a reasonably good deal on the vehicle. I was disappointed to find out after I got home that many service it was very nice and helpful. I feel I got a reasonably good deal on the vehicle. I was disappointed to find out after I got home that many service items were overdue. The air and fuel filters were in dire need of replacement. More importantly, the very dirty air filter may have paid a role in causing a leak in the timing cover which required extensive work to repair. That problem was discovered during a routine service visit to my local RAM dealer. Fortunately, that work was covered under the original warranty on the truck drivetrain. Your service personnel should be sure the basic items are addressed before turning over a vehicle to a new owner. More

The process started smooth; a delivery was scheduled for 12/2/21. That couldn’t happen because Carvana associates sent an incomplete RTA to my insurance not once but twice. How was solved? We can’t deliv 12/2/21. That couldn’t happen because Carvana associates sent an incomplete RTA to my insurance not once but twice. How was solved? We can’t deliver the car on 12/2 will push until 12/9. No problem, things happen. 12/9 Delivery date! I purchased a vehicle advertised to have 30,690 miles, 5k less than the car I was trading in. When I received the car, the odometer reading was 35,219. The gentleman who delivered the car immediately noted that on his tablet and advised me to call Carvana. I immediately called an agent and was treated extremely rude and poor customer service. I asked several times to talk to a team leader. That never happened. I waited a few hours and called back; when I spoke to the second rep and explained my situation, she told me she was going to help get this resolved. She talked to a team leader and asked me what I was looking for. I told them to at least refund me the $1000.00 that Carvana deducted from my trade. She asked me if I wanted to exchange the car, and I told her no because there was no other Nissan Rogue with the same features the car I purchased had. The rep left me on hold to speak to a team leader. When she came back to the phone, she told me that they were going to offer a 500.00 dollar credit for the mileage, 250 dollars for the inconvenience because I was not returning the car, and 500 dollar credit towards my next purchase if I choose to trade the vehicle in the future with Carvana. While I wasn't happy with the amount of the compensation, I just wanted to be over with, so I reluctantly said yes. I waited for two weeks and did not receive the compensation that I was promised. On 12/24 spoke to another rep via chat, and I was told that there was no record of the compensation that I was promised. The only compensation under review was $250.00 because I decided to keep the car. I informed her that was not was I was promised, and she indicated that was the policy. Allow me to mention that the two reps before her told me that the compensation for mileage discrepancy was .10 cents per mileage, so in my case was $500.00. I immediately called Carvana and asked to talk to a team leader and if someone could please pull the call. The last rep I spoke to was really nice, but once again was telling me that I would not receive the compensation promised the first time. She then told me a team leader would call me early next week. Carvana, how about training your advocates so the information given to the customers is the same across the board? How about your team leaders calling customers when they say they will? How about advertising cars with the correct information? More